Customer Service Manager

Job description

Yuki Netherlands is rapidly growing and has revolutionized the accounting software industry with robotic accounting and the introduction of AI. With our innovative software platform, we ensure accountants and entrepreneurs can work more efficient and effective together. Due to growth we are currently recruiting a passionate Customer Service Manager whom will be responsible for the complete customer journey and constantly strives to go far beyond our clients expectations.

Job description
As Customer Service Manager you will be part of the Management Team, will report directly into the Managing Director and will manage and coach our Business Support Team (11 FTE). In this role your will be accountable for the full customer experience and will constantly thrive for optimisation of the customer journey and related service levels. Passionate as you are about customer excellence, you will empower, support and enable our knowledgeable team to bring maximum value to our clients and partners.

The Business Support Team has a broad range of responsibilities including; overall customer service (including support calls and tickets), giving external and internal trainings, managing overall IT improvements, create PoC for customer related innovations and many more. In this position you will be budget responsible and will oversee all business support related KPI’s such as NPS. Next to your team, you will always put the clients needs first and will focus on internal people, procedure and performance development. You will work cross-divisional with other departments as Sales, Marketing, Customer Success and Development around all customer experience related topics.

Your responsibilities will include:

  • End-to-end responsible for customer excellence (CX);
  • Investigate and introduce new innovations and value-add customer engagement functionalities;
  • Oversee and manage the department’s budget, KPI’s (NPS) and SLA’s;
  • Engage internal stakeholders to further prioritize customer experience and journey;
  • Oversee a broad range of procedures regarding privacy, training, operations and security;
  • Liaise with other departments such as Sales, Marketing and IT to ensure the smooth running of operations;
  • Part of the Management Team and sparring partner for the Managing Director.

Job requirements

  • Bachelor’s or Master’s Degree
  • Minimum of 5 years work experience in a relevant field;
  • Management experience in a software support environment;
  • Passionate about technology and delivering high quality service;
  • Strategic thinker, proactive, analytical strong and solution oriented;
  • Good communication skills with fluency in Dutch and English.

What we offer

  • Excellent benefits including bonus, fully arranged lunch and fruit at the office, friday drinks, bootcamp etc
  • Inspirational work location in the centre of Rotterdam (Kop van Zuid)